Customer Support Representative

Vori; United States; On-site; USD 42,000 - 60,000; Full time

Job summary

Vori is seeking a Support Representative to help grocery stores resolve issues with our iOS-based POS software and hardware. You will troubleshoot day-to-day operational issues, guide customers through workflows, and ensure minimal disruption to in-store checkout.

You will work with onboarding, installers, and advanced support to deliver a consistently high-quality customer experience. The role requires strong problem-solving and communication skills, familiarity with iOS devices, and experience

Qualifications

• 1–3 years of technical or customer support experience in retail tech.
• Experience with iOS devices and basic connectivity troubleshooting.
• familiarity with POS systems and front-end store operations.
• Strong problem-solving and written/verbal communication.
• willingness to work evenings or weekends if required.

Responsibilities

• Provide phone, chat, and ticket-based support for grocery stores using our iOS POS system.
• Troubleshoot iPad POS terminals, payment devices, receipt printers, scanners, and cash drawers.
• Support core POS workflows: checkout, scanning, payments, refunds, drawer balancing, inventory updates, reporting.
• Assist customers with iOS device settings and peripheral pairing.
• Document issues and resolutions clearly in the ticketing system.
• Escalate complex issues to higher-level support with proper context.
• Collaborate with onboarding/installation teams for newly live stores.
• Identify recurring issues and provide feedback to product/support leadership.
• Remain calm and professional in high-pressure retail environments.

Skills

Technical support

Customer service

iOS familiarity

POS systems

Communication skills

Schedule flexibility

Job description

As a Support Representative, you will be on the front lines helping grocery store customers resolve issues related to our iOS-based POS software and hardware. This role focuses on troubleshooting day-to-day operational issues, guiding customers through workflows, and ensuring minimal disruption to in-store checkout. You will work closely with onboarding, installers, and advanced support teams to deliver a consistent and high-quality customer experience.

Key Responsibilities

• Provide phone, chat, and ticket-based support for grocery stores using our iOS POS system
• Troubleshoot issues related to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales (if applicable), and cash drawers
• Support core POS workflows including checkout, scanning, payments, refunds, drawer balancing, inventory updates, and reporting
• Assist customers with basic iOS device settings, connectivity issues, and peripheral pairing
• Diagnose and resolve common software issues within the POS app and back-office tools
• Clearly document issues, steps taken, and resolutions within the support ticketing system
• Escalate complex or unresolved issues to higher-level support or engineering teams with proper context
• Collaborate with onboarding and installation teams to support newly live stores
• Identify recurring issues and provide feedback to product and support leadership
• Maintain a calm, professional demeanor when supporting customers in high-pressure retail environments

Qualifications & Skills

• Required:
  • 1–3 years of experience in technical support, customer support, or retail technology support
  • Familiarity with iOS devices (iPads, basic iOS settings, Bluetooth/WiFi troubleshooting)
  • Experience supporting POS systems or retail software
  • Basic understanding of grocery store front-end operations
  • Strong problem-solving and troubleshooting skills
  • Excellent verbal and written communication skills
  • Ability to work scheduled shifts, including evenings or weekends if required
• Preferred:
  • Experience supporting grocery, retail, or hospitality POS systems
  • Familiarity with payment processing and EMV devices
  • Experience using ticketing systems such as Zendesk, Freshdesk, or similar
  • Comfort working in a fast-paced, high-volume support environment